Rooms Division Manager (Shipboard)

Department: Housekeeping

Employment Type: Fixed Term Contract

Reporting To: Hotel Manager

Description

The Rooms Division Manager ensures an impeccable delivery of Housekeeping and In-Suite Dining services yacht-wide and with a flawless approach to cleanliness in all guest suites and public areas. This key leadership position manages the entire Housekeeping Department onboard and is responsible for the services provided to guests as well as the Ladies and Gentlemen onboard the Yacht, achieving strong guest and employee satisfaction scores as provided by the company. He/she ensures all activities are executed in accordance with the Standard Operating Manuals and company's policies and procedures as well as being compliant with international Public Health standards and labor laws and regulations. Owner of the Laundry and Floral Program onboard and driver of excellence throughout every aspect of these experiences.  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Lady or Gentleman for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.

Essential Duties

1. Manages the Housekeeping and Laundry team and is responsible for the front and heart of house operation. Responsible for all In-Suite Dining, cleaning services, laundry operation, uniform and linen programs in suites, dining areas and employee cabins.
2. Creates positive, memorable experiences for guests and anticipates their needs and expectations through an interactive communication. Ensures that all guest concerns, enquiries and requests are recorded, followed up and addressed immediately, guaranteeing total guest satisfaction and resolution.
3. Takes the initiative to interact with Ladies and Gentlemen to identify their needs and ensures all expectations are met and exceeded within the parameters of the approved Standard Operating procedures. Oversees all suite and public area inspection programs to ensure maximum adherence to brand standards.
4. Cooperates with the F&B Department and supports Room Service activities where possible and necessary to ensure a complete guest satisfaction.
5. Manages all operating budgets and administrative tasks for the department in cooperation with the Housekeeping Manager and ensures that all future orders for consumables, flowers, housekeeping OS&E and laundry are properly executed by the Hotel Stores Manager. Participates in the creation of fiscal year budgets where requested and ensures the departmental delivery.
6. Enforces strict Public Health practices and follows United States Public Health (USPH) standards within the housekeeping department including but not limited to food service, cleaning and maintenance, temperature recording, store organization, self-inspections and Integrated Pest Management (IPM).
7. Responsible for the management of the Outbreak Prevention and Response Plan (OPRP) for the Housekeeping department and coordinates efforts with the executive team in case of an outbreak. Ensures total awareness throughout every level of the housekeeping team to Public Health initiatives.
8. Executes physical inventories and inventory spot checks with the housekeeping and laundry team and in cooperation with the Financial Officer as per inventory schedule. Strives to minimize inventory levels while ensuring sufficient stock levels to operate the department smoothly. Consistently works with the team to minimize waste, breakage and wear and tear.
9. Inspects all front and heart of house areas frequently conducting internal Brand Standard Audits (BSA) and Forbes Audits, and ensures all areas of responsibility are compliant with Standard Operating Procedures and in accordance with marine safety regulations and Forbes Hospitality standards.
10. Responds to problems quickly and efficiently with a problem solving, proactive attitude. Communicates and records any challenges to the supervisor and escalates conflict resolution as necessary.
11. Oversees the laundry operations of the Yacht and ensures impeccable and efficient laundry services for all guests and employees. Ensures accurate charges as well as that claims are handled to the utmost guest satisfaction and expediency.
12. Manages permanent and temporary floral arrangements and decoration onboard the Yacht, ensures that the fresh flower program is executed according to the Standard Operating Procedures.
13. Monitors that maintenance requests for non-functional equipment and any other topics affecting the housekeeping, In-Suite Dining and laundry operation, and ensures problems are resolved in an acceptable timeframe and communicates delays to his supervisor and the department head responsible to resolve the problems.
14. Ensures the entire team is aware of incoming guest preferences, loyalty status (Marriott BonVoy), VIP status, Gift Orders and any other voyage related information.    

People Management

1. Model and hold others accountable for promoting the Gold Standards, respect and fair treatment.
2. Ensures the Daily execution of Line-up in accordance with company standards and Brand Guidelines.
3. Sets the department’s expectations for desired behavior, knowledge and skill levels.
4. Coaches others by providing constructive feedback; helps others identify developmental needs and monitors progress; promoting an environment where everyone is valued and included.
5. Demonstrates alignment with corporate strategies and initiatives while ensuring alignment throughout the yacht organization.
6. Executes or organizes training for individuals or groups to further the skills, knowledge and service standards in cooperation with the Human Resources department. Reviews periodically the progress of the team’s LMS activities and tests if the theoretical knowledge is applied in practice.

Qualifications

1. Valid Standards of Training, Certification and Watchkeeping for Seafarers (STCW) and flag certification for the duration of the contract and appropriate to position. 
2. Excellent knowledge and experience in Housekeeping and Laundry operations. Full understanding of processes and procedures in the Cruise and Hotel industry, including inventory management, operating budgets and audit procedures.
3. Excellent knowledge and experience in Public Health rules and regulations related to United States Public Health (USPH) and Hazardous Analysis Critical Control Point (HACCP).
4. Very good knowledge of Property Management, Point of Sales and Inventory Management systems in the capacity of a power user.
5. Previous experience onboard a cruise ship as an Rooms Division Manager or similar role required, in addition experience in a luxury hospitality environment is essential.
6. Very good knowledge of MS Office package or similar applications in particular Excel.

• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The Lady or Gentleman must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• All Yacht Ladies and Gentlemen must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.
• All Yacht Ladies and Gentlemen must be able to communicate in the English language in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.